Team Quiz
Before You Start
| Tech | Rev/Hr | Billable Eff. | Lead Conv. | Mem Conv. | Opp Conv. | Avg Ticket | Callbacks |
|---|---|---|---|---|---|---|---|
| Derek | $478 | 62% | 8% | 11% | 76% | $704 | 0 |
| Ryan | $173 | 27% | 3% | 0% | 42% | $389 | 2 |
Send Ryan when he's free at 1:00pm
Customers love him. Great reviews. The member will appreciate the experience.
Send Derek at 10:30am
Check the scorecards. Match the tech to the goal of the call.
Send whoever finishes their current call first
It's a P1 emergency. Speed is the priority — get someone there ASAP.
✓ Why B is correct
This is a P1 with a 17-year-old AC unit on a member customer — it checks every box for a high-value replacement opportunity. The scorecards tell the story: Derek's 8% lead conversion rate means he identifies aging equipment AND those leads actually result in sold replacements when the comfort advisor closes them. Ryan's 3% lead conversion means opportunities are being missed or lost in the handoff. Derek also produces $478/hr vs Ryan's $173 and converts 76% of opportunities. The short wait for Derek is worth potentially thousands in replacement revenue. This is exactly the kind of call your best flipper should handle.
| Tech | Rev/Hr | Avg Sale | Close Rate | Mem Conv. | Options/Opp | Recalls |
|---|---|---|---|---|---|---|
| Travis | $648 | $1,509 | 74% | 58% | 3.18 | 0 |
| Marcus | $399 | $1,091 | 68% | 73% | 5.44 | 1 |
| Bryce | $340 | $1,488 | 75% | 90% | 4.96 | 1 |
Send Marcus at 11:00am
He's available soonest. A running toilet is a low-ticket call — focus on converting her to a member.
Send Travis at 2:00pm
Always send your best revenue producer to new customers for a strong first impression.
Send Bryce at 1:30pm
His numbers are well-rounded. He's the safest pick.
✓ Why A is correct
A running toilet for a new non-member customer is a P5 call. The ticket ceiling is low no matter who you send. But the scorecards reveal the real opportunity: Marcus converts memberships at 73%, and he's free soonest. She just bought the home — she'll need a plumber again. Travis's $648/hr and $1,509 avg sale are wasted here. Save him for the big-ticket diagnostic calls. Bryce's 90% membership rate is tempting, but he has a full board and isn't free until 1:30. Marcus gets there two and a half hours sooner AND is the second-best membership converter on the team. Match the strength to the goal.
| Tech | Rev/Hr | Billable Eff. | Mem Conv. | Opp Conv. | Avg Ticket | Close Rate |
|---|---|---|---|---|---|---|
| Mason | $307 | 75% | 52% | 81% | $999 | 78% |
| Kyle | $235 | 48% | 12% | 63% | $719 | 64% |
Send Kyle at 10:30am
He's available much sooner. Get someone out there before the customer calls a competitor.
Send Mason at 1:00pm
1972 home + tripping breakers + EV charger = potential panel upgrade. Match the opportunity to the right tech.
Split it: send Kyle for the breaker, Mason for the EV quote later
Two techs, two touchpoints. Cover the urgent issue now and the big quote later.
✓ Why B is correct
This is a goldmine. A 1972 home with tripping breakers AND an EV charger request almost certainly needs a panel upgrade — that's a $4,000–$8,000+ job. The scorecards make the choice clear: Mason converts 81% of opportunities at a $999 avg ticket with a 78% close rate. Kyle converts 63% at $719 with a 64% close rate. Splitting the calls wastes two slots and loses the continuity of having one tech present the full picture. The 2.5-hour wait for Mason is worth the revenue potential.
| Tech | Rev/Hr | Billable Eff. | Lead Conv. | Mem Conv. | Opp Conv. | Avg Ticket | Callbacks |
|---|---|---|---|---|---|---|---|
| Derek | $478 | 62% | 8% | 11% | 76% | $704 | 0 |
| Ryan | $173 | 27% | 3% | 0% | 42% | $389 | 2 |
Additional Context
Ryan is widely known for excellent customer reviews and a patient, thorough way of explaining systems. Customers consistently rate him 5 stars. Derek is the team's top flipper — he identifies aging equipment and sets quality leads that the comfort advisor closes.
Send Derek
Always send your best revenue producer. Every call is a revenue opportunity.
Send Ryan
The membership is already sold. The equipment is young. Think about the goal of this specific call.
Reschedule her to a lighter day
P5 maintenance is the first to move. Free up the slot for a revenue call.
✓ Why B is correct
This is the "no bad techs, only bad matches" principle in action. Derek's scorecards are better in every revenue metric — 8% lead conversion, $478/hr, 76% opp conversion. He's your best flipper. But there's nothing to flip here. The membership is renewed. The equipment is 6 years old — no replacement conversation needed. No lead to set for the comfort advisor. The goal is retention: keep this member happy so she stays year after year. Ryan's excellent reviews and patient style are exactly what this call needs. Meanwhile, Derek stays free for the next 15+ year old system where his lead conversion actually matters. Rescheduling a loyal member's tune-up to "free up a slot" is how you lose members.
Customer History
Visit 1 (8 weeks ago): Kitchen drain slow. Snaked. Cleared. $189 invoice.
Visit 2 (3 weeks ago): Kitchen drain slow again. Snaked. Cleared. $189 invoice.
Visit 3 (Today): Kitchen drain slow again. Customer is frustrated. Home built 1975 — likely cast iron drain lines.
| Tech | Type | Rev/Hr | Close Rate | Equipment |
|---|---|---|---|---|
| Travis | Top closer | $648 | 74% | Standard tools |
| Marcus | High volume | $399 | 68% | Standard tools |
| Bryce | Diagnostic | $340 | 75% | Camera-equipped |
Send the same tech who handled the first two visits
Continuity matters. They know the house and have rapport with the customer.
Send your camera-equipped diagnostic tech
Three calls in two months on a 1975 home. Stop snaking and start diagnosing. Find the root cause.
Send your fastest tech — snake it and get her running
The customer is frustrated. Fix the immediate problem quickly and move on.
✓ Why B is correct
Three drain calls to the same home in two months is a signal, not a coincidence. The training guide calls this out directly: "3rd drain call to the same home? Send a camera-equipped technician." A 1975 home likely has cast iron drain lines that could be corroded, root-intruded, or bellied. Snaking it a third time guarantees a fourth call. Bryce cameras the line, finds the real issue, and turns three $189 visits into a $2,000–$5,000+ repair that actually solves the problem. His 75% close rate is the highest on the board — once he shows the customer the camera footage, the sale practically makes itself.
Reschedule Tech A's work order
Move the return trip. The P1 is more urgent and Tech A is your best closer for a potential big job.
Reschedule Tech B's P5 maintenance and send Tech B to the P1
Read the tags. P5 is lowest priority. Gas smell is a safety emergency — get someone there now.
Reschedule Tech C's member repair
The member will understand. Call them, explain the delay, and push to tomorrow.
✓ Why B is correct
The training guide is clear: "Move P5 maintenance first. These are your lowest-priority, lowest-revenue calls and your capacity cushion." Look at the board — Tech A has a "Do Not Move" tag on a work order. That requires manager approval. Tech C's member repair is a P3 — higher priority than maintenance. Tech B's P5 maintenance is the correct call to move. And for a gas smell, safety comes first. You don't wait for your ideal tech — you send the first available experienced tech, which is now Tech B.
| Tech | Close Rate | Mem Conv. | Opp Conv. | Avg Ticket |
|---|---|---|---|---|
| Tech asking | 48% | 5% | 51% | $420 |
| Top closer | 78% | 28% | 82% | $890 |
Situation
A potential $8,000 replacement just came in. Both techs are available. The tech with lower metrics is asking why they don't get these opportunities.
Give them this call to keep morale up
Everyone deserves a shot. Fairness matters for team culture.
Explain the data and invest in their development
"I want you getting these calls. Let's work on your numbers together so I can send you with confidence." Offer coaching, ride-alongs, or shadowing.
Ignore it — it's a dispatch decision, not a popularity contest
The numbers are the numbers. Focus on the assignment and move on.
✓ Why B is correct
Look at the scorecards. The gap is real: 48% vs 78% close rate, $420 vs $890 avg ticket. Sending the lower performer to an $8,000 opportunity risks the revenue AND their confidence if they can't close it. But ignoring them breeds resentment and kills morale. The right answer is honest and developmental — show them the path to getting those calls, invest in their growth, and protect revenue while building the team. "I want you getting these calls" is very different from "you're not good enough."
Before You Come Back
Team leader: Make sure you have your list of which questions you got right and which you missed. We'll debrief as a group.
Everyone: Write down your one takeaway from today. What's the one thing you've learned that will change how you dispatch starting tomorrow?
Remember: Right Tech → Right Job → Right Outcome.
Every dispatch decision is a revenue decision. Make it count.